Advanced Heating Wales

AHW came to Oneserve looking to streamline their data capture and data management processes. Since integrating Oneserve as a part of their job completion process, it has introduced an unprecedented level of efficiency, allowing them to respond to customers with speed and accuracy.

The Challenge

Advanced Heating Wales supply and maintain plumbing and heating equipment for both private and commercial customers, operating with 60 employees. Their reliance on paper documents and Excel, to process and manage jobs, had become very time consuming. Multiple spreadsheets were being used for different tasks, which meant the administration team would need to enter the same information up to four times. With communication and speed of response both critical elements to their growth, this inefficient process became no longer acceptable.

The Solution

In order to streamline their processes, Advanced Heating Wales knew that they needed to move to a software solution. They required a system that would give them instant access to the information they needed in a methodical and straightforward manner.

Following a demo of the Oneserve system, the decision makers recognised that Oneserve was the perfect fit for their needs.

All information is stored in a single system and accessible to any employee with the relevant login details. This visibility, combined with the intuitive nature of Oneserve, meant the team could enter, process and monitor information with ease.

“Everything I do is now more efficient. From booking a job to invoicing for work,
the entire process is managed via Oneserve rather than the Excel files and paperwork we previously relied upon. Instead of entering information four times, I now just do it once.”

Sam Scrine, Customer Care Advisor - AHW

The Results

Increased productivity
Oneserve has simplified the administration process to such an extent that Advanced Heating Wales are now 50% more productive. Sam Scrine, Customer Care Advisor, explains, “Everything I do is now more efficient. From booking a job to invoicing for work, the entire process is managed via Oneserve rather than the Excel files and paperwork we previously relied upon. Instead of entering information four times, now I just do it once.”

Efficient data management
The accountability that Oneserve provides has given a new level of confidence to Advanced Heating Wales. In the past, if they had issues with their server, data stored in Excel documents could be lost. The amount of paperwork also made it difficult and time consuming to locate information. With Oneserve, all information is stored in one place and periodically backed up. Everyone in the organisation has visibility of the information, giving them an easy-to-access and very reliable audit trail.

Improved customer service
With a single source of truth available to everyone in the organisation, Advanced Heating Wales can now respond to customers quickly and with confidence. Sam expands on this further, “Previously, if a customer had a question, we would need to go by memory or look through the paperwork before going back to them. Now, we can search Oneserve instantly and provide a response there and then. As well as making us more productive, Oneserve also improves the experience for our customers.”

Increased productivity

Efficient data management

Improved customer service

“Oneserve has given us reliability, visibility and efficiency, but, on top of this, it is the service we receive that I would particularly recommend. We don’t just receive software from Oneserve, we receive a true service.”